Job Description

Position Responsibilities:

• Support the delivery of a Gold Standard customer experience across Malaysia and Singapore (MYSG) by ensuring efficient day-to-day customer support operations.
• Maintain consistent service quality and ensure adherence to customer service standards and operational procedures.
• Work closely with the Customer Happiness Manager to drive customer satisfaction and achieve service excellence.
• Assist in resolving customer service operational challenges and escalations in a timely and effective manner.
• Contribute to the implementation of service improvement initiatives to enhance the overall customer experience.
• Support team development through coaching, guidance, and performance monitoring to build a high-performing team.
• Monitor service performance metrics and identify opportunities to improve operational efficiency and customer satisfaction.
• Participate in process enhancement initiatives to develop scalable, efficient, and customer-centric support operations.
• Collaborate with cross-functional teams to ensure seamless customer support and alignment with business objectives.
• Perform other duties and projects as assigned by the Customer Happiness Manager.

Job Requirements

Qualification & Experience

• Bachelor's Degree or higher in Business Administration, Customer Service, Hospitality, Communications, or a related field.
• Minimum 5–10 years of experience in Customer Experience, Customer Support, Customer Service Operations, or a related function, with proven experience in a leadership or people management role

Skills & Knowledge

• Operational & Customer Support Management
• Strong understanding of end-to-end customer support operations across multiple channels (live chat, email, app support, retail-related cases).
• Experience managing service KPIs such as FRT, RT, CSAT, QA, productivity, and SLA performance.
• Knowledge of workforce planning, manpower forecasting, shift scheduling, and resource allocation.
• Ability to manage operational budgets including manpower, tools, training, and engagement initiatives.
• Familiarity with escalation management and crisis handling.

• Customer Experience & Service Design
  
• Strong understanding of customer journey mapping and Voice of Customer (VOC) analysis.
• Ability to identify customer pain points and drive service improvement initiatives.
• Experience improving customer experience across both digital and physical retail touchpoints.
• Knowledge of customer satisfaction methodologies, complaint analysis, and service recovery practices

• Leadership & People Development
  
• Proven leadership and team management capabilities.
• Strong coaching, mentoring, and performance management skills.
• Experience building training plans, capability development frameworks, and succession pipelines.
• Ability to foster a customer-first and accountability-driven culture.
• Strong stakeholder communication and team collaboration skills.

• Process Improvement & SOP Governance
  
• Strong SOP development, documentation, and governance experience.
• Knowledge of process optimisation, workflow improvement, and operational efficiency practices.
• Experience implementing automation, self-service tools, or knowledge base enhancements.
• Strong analytical and problem-solving mindset with continuous improvement capability.

• Data, Reporting & Analytical Skills
  
• Strong analytical skills with ability to interpret operational data and customer trends.
• Experience preparing dashboards, reports, and performance insights for leadership.
• Ability to conduct root cause analysis and recommend corrective actions.
• Proficiency in Excel/Google Sheets and reporting tools.

• Stakeholder & Cross-Functional Collaboration
  
• Strong collaboration skills with Operations, Marketing, Product, Tech, CRM vendors, and Regional teams.
• Experience managing cross-functional projects and driving alignment across departments.
• Ability to communicate operational insights and recommendations effectively to leadership.

• Preferred Knowledge & Tools
  
• Experience in retail, F&B, e-commerce, or multi-site operations environment is an advantage.
• Familiarity with CRM/ticketing platforms such as Zendesk, Freshdesk, Salesforce, or similar tools.
• Understanding of customer support automation and AI-assisted service tools is an added advantage.
• Knowledge of MYSG market operations and customer behaviour is preferred.

Skills